AccountId: 011433970860
ContactId: f051876f-fb2b-408d-a087-1d04ac90438f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312019 ms
Total Talk Time (AGENT): 180909 ms
Total Talk Time (CUSTOMER): 124572 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/f051876f-fb2b-408d-a087-1d04ac90438f_20250606T19:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] and I work with a broker's office. Was I just talking to you and got disconnected?
[AGENT][NEUTRAL] I don't think so, but I can try to help.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I was, I was uh talking to somebody about the change in the websites for my clients as well as the brokers, and I've got clients that are trying to use their existing log in um to get in and but I don't know if the website that I see as a broker is the same as what they're seeing as, as employers.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so are you, so whenever you're saying clients I just wanna make sure that I understand, are you saying like your groups?
[AGENT][NEUTRAL] Like you're, um, OK, so they, uh-huh.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So like for instance, I'll give you one that the one that I'm having an issue with right now, it's group number 18256.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 18296 or 56?
[CUSTOMER][NEUTRAL] 556, yeah 56.
[AGENT][POSITIVE] Right, thank you.
[AGENT][NEUTRAL] OK, so this is resolve Marine Group. OK. And is it who's trying to set it up? I've got a few contacts in here.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] [PII], her name is [PII]
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Cause I was just actually on here, so if I'm doing, so if I'm going in.
[AGENT][NEUTRAL] As a group, so as [PII], she needs the group number and she needs the email on record, which is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, that's [PII], not [PII] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, but that's what we have because we are only able in our system to have one contract.
[CUSTOMER][NEUTRAL] Oh, you know what's funny is I asked her if she was using someone else's login, and she said no, she must not even remember it. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so in our system we're only able like right now I see [PII] like I see all these potential contacts for this group, but I only have one and can only have one email address which is [PII] [PII]. So this is gonna have this, yeah, this information is sensitive to this, so the email on record is [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, which is a, yeah.
[AGENT][NEUTRAL] Which might be all of the issues if if the groups don't know exactly which one they set up originally with us.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Because this because these um unless it's changed afterwards when we receive a master application to set up a new group, it has a contact name and a contact email address and that's what gets put into our system.
[CUSTOMER][NEUTRAL] Yeah, no, I get it. The same way, even at, even uh with us at the broker level, it's [PII] from Whipple and Companies, and we use hers, so, got it. And so, so going forward, are you ever going to allow more than one person per entity?
[AGENT][NEUTRAL] This, this could be a long time.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, yeah, she, yeah, looks like she's.
[AGENT][NEUTRAL] So I believe right now, so I believe right now that if this gets if the group on the group level if it gets set up correctly and they get in there is a manage user buttons on the left hand side I believe um that should be for whoever is um if it's [PII] she should be able to get in and she should be able to give another user access.
[CUSTOMER][NEUTRAL] To log in?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got it. OK, good, good.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, so it should have that you call me back if you're not seeing that, but that's, that's what it should, that's what it should be and the same for broker and the same for agency as well. You can add your users.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK. And then, um, right before I got cut off, whoever I was talking to with earlier, uh, she said she was gonna send me some sort of an admin PDF that I can forward to my clients that have APL.
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That tells them how to navigate around the website. Do you have that that you can send me?
[AGENT][NEUTRAL] Um, yeah, let me see, I think I know who you're talking to. I think you're talking to [PII], um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] What is your, what's your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Do you want me to spell it again?
[AGENT][POSITIVE] I think I got it. Oh, JE yeah.
[CUSTOMER][NEUTRAL] It, it, yeah, it looks like [PII].
[AGENT][POSITIVE] Oh, you got it.
[AGENT][NEUTRAL] Yeah, and it's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], yep.
[AGENT][POSITIVE] OK, perfect. OK, cool. Yes, I just sent [PII] um that message, and she'll send it over to you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Awesome thank you so much.
[AGENT][POSITIVE] Of course I hope you have a great day.
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][POSITIVE] Thanks bye